Customer Service Officer

2 weeks ago


Karachi, Sindh, Pakistan Mashreq Full time 900,000 - 1,200,000 per year

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)


• Interact with customers over the phone, chat , and email to understand their banking needs.


• Provide excellent customer service to achieve customer loyalty.


• Resolve problems over the live chat, email or telephone.


• End-to-end follow-up of customer issues


• Migrate the customers to digital channels


• Convert sales opportunities to meet financial targets.


• Clarify and explain procedures and products over the telephone.


• Capture and report customer feedback towards continual product development.

Key result Areas

Achieve the required KPI set in terms of Adherence CRD AHT Quality score post call suveuy NPSOperates in a Call Centre environment where the interface with customers is over the telephone.


• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.


• Mostly related to explaining procedures or providing information regarding retail banking products.


• Also involves root cause analysis and reversals of charges and fees when necessary.

Knowledge, Skills and Experience

University Graduate (preferably with some finance/banking or maths component).


• 1 – 3 years experience


• Very customer-focused


• Computer literate is a must


• Excellent communication skills in English & Urdu/Hindi


• Strong listening & Strong interpersonal skill



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